Department Level -  Service Standards - Outline

What is a Service Standards?

Healthcare service standards refer to established guidelines and practices that aim to ensure high-quality care for patients.

National or international bodies, accreditation organisations, and health regulatory authorities typically define these standards. 

Below are the key components

Inpatient Experience - IP

Outpatient Experience - OP

Housekeeping Service Experience - HK

Digital Service Standards - for This New Era

Critical Area Experiences - Lab & Diagnostics

Master Healthcheck Service Experience- MHC

Grooming & Uniform Experience  - Look & Feel

 

 

Out Patient Experience

• Arrival Experience at Lobby
• Registration Experience
• Arrival Experience: Main Porch Arrival (IP - OP - PHC)
• Telephonic Experience / Appointment Scheduling (IP - OP - PHC)
• Pre Consultation Experience
  • Operations Connect
• Appointment Adherence Experience
  • Consultation Room Experience
• Post Consultation Room Experience
• Out-Patient Billing Experience
• Diagnostics & Investigation Experience
• Treatment Room Experience
• Report Collection Experience
  • All reports provided at one spot - Report Summary Area
• Pharmacy Experience
•  

In Patient Experience

• Billing Experience
• Security Experience
• Doctor's Experience 
• Rooming Experience
• Insurance Experience
• Discharge Experience
• Admission Experience
• Nursing Experience - Ward Care
• Diagnostics & Imaging Experience
• Nursing Experience - Critical Care
• Guest Relations - Relationship Building
• Nursing Experience - Emergency Room
• Nursing Experience - OT &Recovery Room
• Attendance Experience / CareTaker Experience
• In Room Dining Experience - (IP Room Patient - Food Feedback)
  • In Room Dining Experience - (Patient Attender - Food Feedback)
•  

Preventive / Master Healthcheck Service Experience

• Casual Walkin''s
• Billing Experience
• Corporate Client MHC
• Diagnostics Experience
• Counselling Experience
• Nationalized Call Centre
• Generic Telephonic Standards
• Public Sector / Govt. Sector MHC
• Weekend / Sunday MHC Services
• International Standards Call Centre
• Pre-Planned / With Appointment MHC
• Non-Guest / Patient Contact Area Ladies
• Non-Guest / Patient Contact Area Gentlemen
•  

House Keeping Service Experience

• Main Lobby
• Front Portico
• Public Caridor's
• Public Washroom
• Lift's & Lift's Landing
• Ramp's & StairCases
• Public Area Experience
• Facade, Garden & Terrace
• Health Check via Insurance
• Evening / Night OP Services
• Patient Room Competencies
• Daily Services / Generic Areas
• Day Care Services / Daily Services
• OPLounges
• OP Billing Area
• OP Reception Area's
• Out Patient Experience
  • International Patients Visitors Area
• Inpatient Experience
• Patient Room Internal Experience
  • General Ward
  • Sharing Room
  • Single / Double Sharing Rooms
  • Platinum / Delux / Suite Rooms
• Patient Bathrooms
  • Delux Bathrooms
  • Sharing Bathrooms
  • General Ward Bathrooms
  • All Other Areas of Hospitals - Bathrooms
• Nursing Stations
  • Diagnostics services from Nsg Stations
• Waiting Area Services & Patient Care Takers / Patient Attender's
• Housekeeping / Engineering Services / BMS - Building Management Services
•  

Grooming & Uniform Experience

• Ladies in Uniform
• Gentilemen in Uniform
•  Backend Staff Uniform Standards
• Non-guest / Patient contact areas Ladies
• Non-guest / Patient contact areas Gentlemen
•  

Diagnostics & Critical Care Experience

• IP to Diagnostics Care
• OP to Diagnostics Care
• Walk-In Diagnostics Care
• Billing & Discount at Diagnostics Area
• Reference & Cross Reference Diagnostics Care
• Waiting Area - Waiting Timing Management at Diagnostics Service Area
•  

Cashcow Service Standards

Radiology Management	Cardiology
Laboratory Management	Gastroenterology
IP Operations Management	Oncology
OP Operations Management	Neurology
Patient Feedback Experience	Orthopedics
Critical Care Unit Management	Rehabilitation
OT – Operation Theatre Management          – ( Organ & Tissue Transplant )	Internation Marketing
Personal / Master Health Check	Transplant
General Medicine	Emergency Medicine
Women & Child Care - OBG	Fertility  & In-Fertility Treatment

 

Conclusion: Incorporating advanced HR technologies enables healthcare organisations to streamline HR processes in alignment with international standards such as NABH and JCI, fostering improved compliance and enhanced employee satisfaction.